Find out what your peers are saying about Salesforce, Oracle, Microsoft and others in CRM Customer Engagement Centers.
279,296 professionals have used our research since 2012.
Find out what your peers are saying about Salesforce, Oracle, Microsoft and others in CRM Customer Engagement Centers.
279,296 professionals have used our research since 2012.
Chart Key
Average Rating
Average rating based on reviews
Views
Number of total page views
Comparisons
Number of times compared to another product
Reviews
Total number of reviews on IT Central Station
Followers
Number of followers on IT Central Station
The total ranking of a product, represented by the bar length, is based on a weighted aggregate score. The score is calculated as follows: The product with the highest count in each area gets the highest available score. (20 points for Reviews; 16 points for Views, Comparisons, and Followers.) Every other product gets assigned points based on its total in proportion to the #1 product in that area. For example, if a product has 80% of the number of reviews compared to the product with the most reviews then the product's score for reviews would be 20% (weighting factor) * 80% = 16. For Average Rating, the maximum score is 32 points awarded linearly based on our rating scale of 1-10. If a product has fewer than ten reviews, the point contribution for Average Rating is reduced (one-third reduction in points for products with 5-9 reviews; two-thirds reduction for products with fewer than five reviews). Reviews that are more than 24 months old, as well as those written by resellers, are completely excluded from the ranking algorithm.

What is CRM Customer Engagement Centers?

We asked IT Central Station users what they thought the most essential aspects of a CRM Customer Engagement Center was, and this is how they responded: As with most technology the CRM CEC needs to be comfortable and easy to use, adapting to the varying needs of the user. This includes the flexibility to integrate with other data sources and to generate customized results. Equally important was the ability to track and support customer journeys from beginning to end, monitoring performance, and delivering intuitive reports automatically. Finally, being able to monitor meaningful pipeline status mattered to some users as well.

CRM Customer Engagement Centers Reviews

Read top reviews of CRM Customer Engagement Centers solutions from the IT Central Station community:
Your trust is our top concern, so companies can't alter or remove reviews.
Real User
Artist and Owner at a tech consulting company
Aug 24 2017

What is most valuable?

* Contact tracking * Knowledge Base * Analytics

How has it helped my organization?

Through the use of the Knowledge Base, which we translated into 13 languages, we where able to increase our support reach to our customers. This included an increased support level not only for those customers whom we served directly via... more»

What needs improvement?

The treatment of email processing in the Service Cloud is still reminiscent of email processes appropriate to sales. There is a lack of flexibility to process an email (not web-to-case contacts) as a contact. This might take an entire rewrite... more»
Consultant
Principal Oracle CX Cloud Consultant at Rapidflow Inc - Supply Chain, Logistics, PLM, Cloud
Mar 17 2017

What is most valuable?

* Analytics & Forecasting * Offline Mobile Capability * Customer Data Management * Social Collaboration * Sales Dashboards * Outlook Integration * Application Composer

How has it helped my organization?

My client needed a solution that would enable their business to grow at the rate they required, mainly around the sales cycle. Their business involves quoting and estimating effort, with regular change to scope and ultimately cost, sometimes... more»

What needs improvement?

The data import process has grown a little since earlier releases. In the past, when data import would fail, it would rarely provide any indication of where the problem exists. In the recent releases (8 and above), this process has improved... more»
Find out what your peers are saying about Salesforce, Oracle, Microsoft and others in CRM Customer Engagement Centers.
279,296 professionals have used our research since 2012.
Consultant
Consultant at a tech services company with 51-200 employees
Mar 23 2017

What is most valuable?

I originally started using RightNow as an email management and knowledge management system, though the true value is providing a 360-degree view of the end users though all channels and base marketing.

How has it helped my organization?

When I initially started using it, it was for a travel company at the same time as bad weather closed the major airports in the south of England. Instead of a spike in calls and AHT, the call levels were consistent with trends, as the... more»

What needs improvement?

Upgrade and development process: There are some aspects which have been requested for years but are slow to take into the development path (or are included in an "Advanced" version of the system).
Freshworks
Real User
Operations Manager at a retailer with 51-200 employees
Feb 15 2017

What is most valuable?

Freshdesk works out great for us because it can be accessed from anywhere where there's an internet connection. Because we use it as our own, and our partner's (that we fulfill orders for) customer service help desk, it has been a great and... more»

How has it helped my organization?

We were able to create numerous different help desks with graphic layouts matching our customers websites. Freshdesk allows us to act on behalf of different companies without their customers knowing about it, thanks to groups and agent... more»

What needs improvement?

Freshdesk has got an option where Facebook and Twitter posts can be transferred into the ticketing system. At the moment, we do not find it useful because it simply cannot pick the relevant customer service enquiries, it creates a ticket with... more»
Real User
Salesforce certified system admin at a cloud provider with 51-200 employees
Aug 03 2017

What is most valuable?

Multiple editions available and all cloud based. Have recently began working with the new interface called Lightning and feel that its a great improvement to the "classic" version.

How has it helped my organization?

* The entire organisation is now on the same page, with one source of truth. * Forced people to become compliant in reporting and updates - if its not in Salesforce it did not happen. * No more "versionitis", data, reports all in once central... more»

What needs improvement?

The only time I have ever been upset with Salesforce was when I failed my certification exam. I thought to myself "Why do they make the exam so hard ? Why is the training so expensive ?" Now that I have passed I am grateful that it was a... more»
Real User
Sales Operations Manager at a financial services firm with 51-200 employees
Aug 24 2017

What is most valuable?

The ability to easily change layouts, create customized fields and customized reports makes my job so much easier. Adding company hierarchy makes it easy for our sales people to identify subsidiaries of existing customers. The Salesforce... more»

How has it helped my organization?

Adding customized drop-down fields and check boxes limits the amount of admin time that our sales people have to spend to keep their accounts up to date. Using Salesforce for Outlook enables our sales group to easily add emails sent and... more»

What needs improvement?

I'd like to have the ability to change default values on certain fields such as the “Related To” field on the Task and Event pages.
Consultant
Senior Consultant at a tech services company with 51-200 employees
Mar 23 2017

What is most valuable?

The knowledge base: The ability for a non-technical user to create business content that becomes end-user facing has been the easiest item to allow customers to get their answers fast and still have access to business-published data. Because it requires a non-technical personal to publish, the time to market for the content is rapid, and the end-users are able to see immediately any quick answers they may be searching for. The routing of incidents/cases: The tool provides a very robust routing tool that a manager-level person can adjust at will based on the changing service needs. Because cases/incidents come from many sources, the tool has de-coupled the creation of the case and the routing of the case to the proper... more»
Real User
Director, Solutions Consulting at a tech services company with 51-200 employees
Mar 16 2017

What is most valuable?

Pretty much the entire suite is valuable. The Knowledge Foundation and Advanced are best in breed with NLP technology. Proactive chat and customer portal are also extremely valuable to any service organization.

How has it helped my organization?

Our managed services group uses it to support our customers enabling us to maintain SLAs and surpass them. Scheduled Analytics reports help us to make sure we are staffed correctly based on trending volume of incidents.

What needs improvement?

The agent browser UI is quickly scaling, so I will be very excited when I can recommend it to everyone. Other areas where I'd love to see enhancements are outreach, feedback and business rules. I have heard there are some changes in the works... more»
Real User
Project Coordinator at a manufacturing company with 1,001-5,000 employees
Aug 07 2017

What do you think of Oracle Service Cloud?

Valuable Features Integrated survey tools and reporting: wide selection of included reports and ability to customize • Improvements to My Organization Logging all channel interaction in the same place gives us the ability to better determine FCR. • Room for Improvement Ability to export records for archiving, or to query the DB directly. • Use of Solution I have used it for Three years. • Deployment Issues We have encountered very few deployment issues. We have had two instances of incomplete or incorrect clones. These have been remedied by requesting that the clones be created again. • Stability Issues The data pod was initially overloaded, which caused issues with chat server stability, but a pod move fixed this. • Scalability Issues We have not...
Real User
Solution Director - Oracle CX at a tech services company with 51-200 employees
Apr 02 2017

What is most valuable?

* Reporting * Knowledge-base * Incident management * Chat * Co-browse * Smart Assistant * Workflows

How has it helped my organization?

Utilizing workflows allows for providing the right screens for agents to complete on a ticket where only the necessary data is exposed and automation can be built into the workflow resulting in potential less clicks for agents.

What needs improvement?

When answer links are embedded within the ticket message threads, agents are taken to the customer portal; the development team should identify another option. Also, SMS should be built into the product without having to use a third-party... more»
Consultant
Technical Consultant at a tech services company with 10,001+ employees
Mar 13 2017

What is most valuable?

Basically, it is a suite built for providing services; the ability to connect to the customers is a highlight here by making use of all communication modes. A meaningful interaction with the customer in order to gather the utmost possible... more»

How has it helped my organization?

67% of consumers turn to a company's social media site for customer service. Social Monitoring does a perfect job here (by social media integration with Oracle RightNow).

What needs improvement?

* Customization of the client's branding establishment instead of the default Oracle brand signs (example: logo in the login Screen)
Real User
Head of Solutions Delivery UK at a tech services company with 51-200 employees
Mar 13 2017

What do you think of Oracle Service Cloud?

Valuable Features Web customer portal Knowledge base Incident and activity management Contact and organisation management Chat and skill-based routing Incident routing and escalation Outreach (mailshots) and feedback (surveys) • Improvements to My Organization It allowed management, operations, service, sales and marketing to have a full view of the customer base, and a single platform to manage all customer engagement activities. • Room for Improvement Release and environment management • Use of Solution I have used it for five years. • Deployment Issues We have not encountered any deployment issues. • Stability Issues We have not encountered any stability issues. • Scalability Issues We have not encountered any scalability issues. • Customer Service...
Real User
IS Manager at a manufacturing company with 501-1,000 employees
Jun 27 2016

What is most valuable?

There are several good features, but the most valuable to us are the integrated email, entitlements, and the overall powerfulness of the platform.

What needs improvement?

* I would like better tracking of cases with SLA overdue (including "soon overdue"). * Emailing from the product has its limitations. * In the web view, the editing window is too narrow, and it's difficult for complex cases with many details (logs, etc.), so I would like to adjust the middle column size. See below: * No ability to paste pictures from clipboard.... more»
Real User
Sales manager at a construction company
Jul 31 2017

What is most valuable?

This is very flexible product. I can tune many of its features for our company. Also, it integrates almost all needed tools for a small company, like ours. I like its powerful dashboard and third-party integration tools. In different tabs, you can track accounts, leads, and opportunities with one click. Also, I love their PRM system for communicating with... more»

What needs improvement?

Salesforce is more expensive than other CRM services. It also has fewer features than many others competitors. Each of these reasons is not a big deal, but they forced us to eventually find another solution.
Consultant
Functional Consultant at a manufacturing company with 1,001-5,000 employees
Nov 02 2017

What do you think of Salesforce Sales Cloud?

Valuable Features The Sales Cloud platform The Service Cloud platform • Improvements to My Organization It has touched every spectrum of our organization regardless of the roles the various department plays. Every department contributes to the revenue numbers through the use of this tool. • Room for Improvement Improving reports/dashboards is needed. It is quite good, but taking it up a notch would be beneficial for the whole team. • Use of Solution I have used it since 2009, so six years. • Deployment Issues There have been no issues with the deployment. • Stability Issues There have been no issues with the stability. • Scalability Issues It has scaled well and every department in our organization uses it. Start small, then leverage it to the whole...
Freshworks
Real User
Business Development Executive at Overcart
Aug 24 2017

What do you think of Freshdesk?

Valuable Features The most valuable features for us are the email and social media ticketing functions. Both emails and social media conversations can automatically be turned into tickets. • Improvements to My Organization We're able to respond to customer inquiries much faster and with better information. • Room for Improvement It's a heavy app with lots of APIs, third-party integrations, etc. They should make it lighter. • Use of Solution I have been using it for 10 months. • Deployment Issues No issues with deployment as of now. • Stability Issues No issues with stability as of now. • Scalability Issues No issues with scalability as of now. • Customer Service and Technical Support Customer Service: 8/10 Technical Support: 8/10 • Previous...
vtiger
Reseller
Director of Operations at Armada Cloud
Nov 22 2016

What is most valuable?

Very flexible and customizable; we appreciate being able to host it locally with direct access to the backend.

How has it helped my organization?

We've centralized our CRM, asset management, and ticketing into one interface that includes user portal access.

What needs improvement?

The charts and graphs available out of the box are pretty outdated, and you're a little limited in how you can present information on the dashboard without adding modules. However, modules and plugins fix a lot of these issues. Users these... more»
Real User
Guest Insight Analyst & Oracle Service Cloud CX Administrator at a transportation company with 1,001-5,000 employees
Mar 13 2017

What do you think of Oracle Service Cloud?

Valuable Features Well, all of the features are pretty great. We use it for incident management and FAQs. These are the features that are valuable to us. • Improvements to My Organization We have streamlined our email process and allowed customer self-service to reduce phone calls. • Room for Improvement Support is an area with room for improvement. • Use of Solution I have used it for eight years. • Stability Issues Unfortunately, there are times when it goes down, but we have never had an outage that has impacted us significantly. • Scalability Issues We have not encountered any scalability issues. • Customer Service and Technical Support Customer Service: My customer service team that I work with is great. Technical Support: This one is tricky....
Freshworks
Real User
Customer Relations Advisor at a tech vendor with 51-200 employees
Jul 07 2016

What is most valuable?

* Email/ticket handling. * Custom email server option. * Knowledge base framework is really good, but not quite as customizable visually as Zendesk. * Also, the Freshdesk API is so powerful... We can do basically anything we can think when it... more»

How has it helped my organization?

Our customer service is built around it, and has been for years. We've grown with it, so it's hard to say how it "improved" our operations. It's all we've known. I'd hate to be without it.

What needs improvement?

Localization needs to be implemented. No option for other languages at this point in the knowledge bases. Customer service used to be fantastic, but seems to be slipping a bit as they grow larger. Still good though.
Vendor
Salesforce Service Cloud Admin at a financial services firm with 1,001-5,000 employees
Jul 31 2017

What do you think of Salesforce Service Cloud?

Valuable Features UI Easy to build Standard features Ability to customize • Improvements to My Organization Collaboration using Chatter Reporting using Wave Analytics Call center Case Feed Console • Room for Improvement Avoid customizations as much as possible. • Use of Solution I've used it for over four years. • Deployment Issues No, it's very easy especially if Standard functionality is used. • Customer Service and Technical Support They're very good. • Initial Setup Initial set up was done using Standard features and hence it was very simple. • Implementation Team We did it in-house.
Find out what your peers are saying about Salesforce, Oracle, Microsoft and others in CRM Customer Engagement Centers.
279,296 professionals have used our research since 2012.
904
SAP Practice Director
I come with a strong management background with a wide and varied experience of 24 years out of which the first 12 years are with Hi-tech manufacturing Industries and rest of 12 years with SAP Consulting companies like Bigtec Consulting, AlBilad Arabia and Kaar Technologies
1,502
Business Analyst
In pursuit of my dreams after the learnings from the lows of my life. After discontinuing my studies in engineering college, I pursued my graduation in Commerce with Computer Applications. I stayed in a very remote area/village for three years while my graduation and worked as a teacher and... more>>
Reviewed Microsoft Dynamics AX: It provides us timely access to management...
36
Technical Consultant
An avid software developer with domain expertise in Oracle Service Cloud (fka RightNow). Specialization: Oracle Service Cloud Configuration,Customization and Management, Customer Portal, VCIO, Service Cloud to Sales Cloud Integration, Chat implementation, Social Media Integration with OSvC,... more>>
Reviewed Oracle Service Cloud: Testimonial Review of Oracle RightNow CX
1,450
Independent Consultant
Specialties: Technology for non-profits Salesforce Managing software development teams Integrating software development teams sales and support Establishing systems, sorting out complex problems and identifying solutions Working with customers to solve problems more>>
582
Managing Director
Colin is a dynamic business leader who is passionate about cloud computing, an industry he has been involved with for over 10 years. His entrepreneurial spirit has seen him build a successful business, specialising in Salesforce.com CRM professional services and Force.com applications... more>>
Reviewed Salesforce Sales Cloud: We find the email to case functionality helps...
1,036
Principal Oracle CX Cloud Consultant
Certified in, > Oracle Fusion CRM: Sales 2014 Certified Implementation Specialist > Oracle RightNow CX Cloud Service 2012 Certified Implementation Specialist - Working extensively on Oracle CX Cloud Projects - 10.3+ Years of total experience including Production, Marketing and... more>>
34,188
A leading expert in decision management and in the development of Decision Management Systems. Experienced working with business rules, predictive analytics and other decisioning technologies to improve operational systems. Published author - Decision Management Systems (IBM Press), Smart... more>>
Reviewed IBM SPSS Modeler: First Look: IBM SPSS Modeler Update
85
I am a Certified Oracle RightNow CX Implementation Consultant having worked on implementations and convergence projects in both the Retail and Travel sectors within Europe and North America. I am a committed whisky enthusiast and have hosted online tasting events for some innovative and well... more>>
938
I am a positive and goal oriented young professional with extensive experience in project management, business analysis, CRM systems and project management in the intersection between strategy and technology. I currently lead the Salesforce.com and Social CRM Advisory team in Capgemini Norway.... more>>
Reviewed Salesforce Sales Cloud: Can Salesforce replace your corporate intranet?
470
My name is Frazer Lewis and my company specialises in helping businesses in London and the South-East to operate more effectively using a combination of business process improvement and the Salesforce CRM system. We focus on understanding your business workflows, identifying ways to make... more>>
1,836
World-class sales executive with 10+ years of sales success in technology (systems integrating sales of cameras) including software sales (SaaS - increasing monthly new business revenue by integrating sales), and telecom (successfully sold in leading provider of wireless communications) applying... more>>
552
Specialties: Customer Care Operations and Technology, HR Shared Services Operations and Technology, Customer Experience Assessment, Computer Telephony Integration, RightNow CRM, Salesforce.com and ServiceMax. KCS Practices Certified, Certified Service Cloud Consultant, Certified ServiceMax... more>>
Reviewed Salesforce Service Cloud: The cloud infrastructure helps to speed up...
331
I am a result-oriented customer-centric IT professional with entrepreneur and engineer mindset with over 7 years of experience which includes Cloud Technologies, Agile Development Methodologies, Project Management, Product Development, direct/indirect customer support, market research, supplier... more>>
Reviewed Salesforce Service Cloud: The two most valuable features for us are the...
725
Business Process Consultant
Training & Certifications: Salesforce Certified Administrator Salesforce Certified Advanced Administrator Salesforce Certified Force.com Developer Salesforce Certified Platform App Builder Geslaagd Assessment bij Dewitt & Morel als People/Project Manager Business Presentation... more>>
18
Senior Consultant
My background is with CRM Applications (primarily focused on the RightNow option, however I have experience in implementing, and maintaining many others). Over the years I picked up a lot of experience and tools to ease the transition from one CRM to another, from large data dumps, integrations... more>>
4,343
POPULAR
Because I believe processes and systems grease the engine that creates business prosperity, I founded AllianceTek in 2004 after playing a leading role in technology development at several financial institutions, such as Advanta and Bisys. The inspiration for AllianceTek came when I discovered... more>>
Reviewed Salesforce Sales Cloud: 5 Rules for Getting the Most Out of SalesForce

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